Technical Support Engineer (FinTech)

Job Title: Technical Support Engineer

Position Type: Contract

Location: Mexico City, Mexico

Salary Rate: MXN 40,000/month

Job Description:

We are seeking a Technical Support Engineer to provide functional and technical support for fintech products and solutions. The successful candidate will investigate client-reported issues, perform troubleshooting and log analysis, manage support tickets in accordance with Service Level Agreements (SLAs), and coordinate with cross-functional teams to resolve technical problems. This role requires strong technical documentation, client communication, and issue management skills to ensure timely resolution and a positive customer experience.

Responsibilities:

• Provide functional consultation and technical support for fintech products, including electronic Know Your Customer (eKYC), Anti-Money Laundering (AML), mPaaS, and SOFA solutions.
• Investigate and troubleshoot client-reported technical issues, analyze logs, identify root causes, and implement or coordinate appropriate resolutions.
• Document technical issues clearly, including symptoms, reproduction steps, environment details, and business impact.
• Standardize issue reports and coordinate with cross-functional support and R&D teams in China for technical escalations and follow-up.
• Track issue resolution progress and keep clients and internal stakeholders informed throughout the support process.
• Respond promptly to client tickets and email inquiries in accordance with established SLAs.
• Manage the complete ticket lifecycle, including intake, investigation, escalation, resolution, and closure.
• Review ticket data, prepare analytical reports, identify recurring issues, and recommend opportunities for improvement.
• Communicate resolutions and root causes to clients in a timely and professional manner.
• Gather and document client feedback to support ongoing product and service improvements.

Requirements:

• Minimum of 3 years of experience in technical support, technical operations, or customer service, including business-to-business (B2B) service experience.
• Solid technical background with knowledge of product troubleshooting, log analysis, and the ability to independently diagnose common technical issues.
• Hands-on experience with ticketing systems, ticket management workflows, and meeting Service Level Agreement (SLA) targets.
• Strong technical documentation skills, including the ability to translate complex technical issues into clear, structured reports.
• Excellent cross-functional communication and coordination skills, particularly when working with clients and technical teams in China.
• Fluency in spoken and written English is required to communicate with international clients, document technical issues, respond to support inquiries, and coordinate resolutions with cross-border technical teams.
• Strong customer service orientation and the ability to remain professional, composed, and solution-focused under pressure.

Preferred Qualifications:

• Familiarity with fintech products and solutions, particularly eKYC, AML, identity verification, or related financial technology platforms.
• Experience working with international teams or supporting cross-border clients.
• Experience coordinating technical escalations with product development or R&D teams.

About Us:

Founded in 2009, IntelliPro is a global leader in talent acquisition and HR solutions. Our commitment to delivering unparalleled service to clients, fostering employee growth, and building enduring partnerships sets us apart. We continue leading global talent solutions with a dynamic presence in over 160 countries, including the USA, China, Canada, Singapore, Japan, Philippines, UK, India, Netherlands, and the EU.

IntelliPro, a global leader connecting individuals with rewarding employment opportunities, is dedicated to understanding your career aspirations. As an Equal Opportunity Employer, IntelliPro values diversity and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, or any other legally protected group status. Moreover, our Inclusivity Commitment emphasizes embracing candidates of all abilities and ensures that our hiring and interview processes accommodate the needs of all applicants. Learn more about our commitment to diversity and inclusivity at https://intelliprogroup.com/.

Compensation:

The pay offered to a successful candidate will be determined by various factors, including education, work experience, location, job responsibilities, certifications, and more. Additionally, IntelliPro provides a comprehensive benefits package, all subject to eligibility.